Location

Duration

Date

Fee inclusive of VAT

Course Overview

Delegates will learn effective customer centric strategies and best practices to provide world-class customer service excellence. This dynamic, 5-day course gives customer service professionals the communication skills, technology tools, and motivation they require to build strong customer relationships and develop a customer centric organisation.

Course Objective

Establish the importance of setting and reviewing customer service standards
Develop an understanding of internal and external customer expectations
Communicate more effectively by utilizing active listening and questioning skills
Demonstrate how to deal with difficult or demanding customers in a professional manner
Set SMART objectives and goals to become more productive
Utilize stress management techniques to increase job satisfaction

Who Should Attend?

Customer service representatives
Team supervisors
Department managers
Account managers
Field service representatives

Course Outline

The Building Blocks of a Customer Centric Organisation

Developing a Top-Down Customer-centric Culture

Responding to the Voice of the Customer

Measuring and Monitoring Customer Satisfaction

Leading the Way to Customer Service Excellence!

Training Methodology

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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